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Overview

Contact information is stores the personal preferences and details or corporate information of a person or company respectively. Contact information of customers or potential customers, users and partners is captured through this module. of physical persons or companies, including customers, leads, users and partners, with which a business interacts.  The information is used for identifying contacts and communicating with them.

Module features

...

  • Contacts can be defined as physical person or companies keeping only required information for each
  • Users, customers, potential customers and partners details are registered in the system at contact information
  • A contact information are considered to be customers when their contact information is associated with an accounts receivable is considered a customer which is denoted by life cycle state which is set to 'financial'
  • Automatic assignment of contact name day, so you never miss a chance to wish your customers or even reward them on their name day
  • Contact's preferred language for communication is kept so that all outbound communications are made in this language
  • Keep information on whether customers would like to be part of direct and affiliate marketing campaigns to confirm with DPA
  • Provide customers with the option to opt-in and opt-out of mailing lists through their emails
  • Keep multiple emails addresses and phones for each contact and used by other modules to define billing or delivery addresses, contact and business phones etc. 

 

  • .  This is reflected by a contact information in a 'Financial' life cycle state.
  • Several addresses and phone numbers can be registered for each contact and used by processes in other modules.  For example, it is possible to assign an address for billing and another for deliveries.
  • Contact information registers preferences regarding participation in direct and affiliate marketing campaigns, conforming with the Data Protection Act, and enables customers to opt in and out of mailing lists from their email.
  • Contact information enables the automatic assignment of contact name day, which can be used for marketing and rewards purposes.
  • It is also used to assign the preferred language for outbound communications. 

 

Setting Up Contact Information

Info
iconfalse
 Configuration > Crm > CRM Application > Contact Information 


Categories 

Categories are used to provide a business classification to the contact which can be used based on business requirements. For example categories can be used to classify contacts into users customers and partners. according to their business role (e.g., customers or partners).

Industries and Industry

...

Industry sectors are used to define a number of large segments of the economy that share a similar business type and industries group segments of the economy according to business activity. Once configured they can be added to a contact information. For example, for contact information used to save partner information, the industry and industry sector will be useful in categorising your partners based on the industry or industry sector they focus at.

Sectors

Any economy is made up of sectors which can be broken down into industries.

An industry consists of a specific group of companies with common business activity (for example, energy, law, marketing, telecommunications).  A sector is made up of several industries and refers to a large segment of the economy (for example, industrial, service, financial).  

Once industries and industry sectors are configured in the system, they can be added to contact information and used for grouping and reference.

Business definitions

Contact information definitions are business rules which are used to control the behaviour of Contact the behavior of contact information throughout their its life cycle.  There can only be one active definition at a time.

Definition fields

The table describes the sections of the Contact Information Definition Data Entry page and explains how the fields in the page are used.

 Mandatory   Configurable

Defines how the contact information name A list of address, email and phone types as well as relations
Rules

Name Rule

Rules

Define the order in which the first, last, and middle name of the contact should be displayed or entered in the Summary , and Data Entry and Search pagespage, as well as Reports and Dashbaords.

The supported options are the following:

  • First Name + Last Name (Default Option)
  • Last Name + First Name
  • First Name + Middle Name + Last Name
  • Last Name + Middle Name + First Name

Persons Uniqueness Rules

The in searches, reports and dashboards.

Persons Uniqueness Rules

Define the field or combination of fields which will be used to determine guarantee the uniqueness of a person's contact information that represent persons. If more than one fields are selected then the combination of the fields should be unique and not each one of the selected fields. The supported uniqueness fields are the following:

  • Name
  • ID Number
  • Passport Number
  • Social Security Number
  • Related Organisational Unit

Fields included in the uniqueness rule must be provided when creating or editing a contact information.

Companies Uniqueness Rules

The . Uniqueness is validated when creating or updating contact information.  E.g., (Last name and ID number) OR Social Security Number.

Companies Uniqueness Rules

Define the field or combination of fields which will be used to determine guarantee the uniqueness of a company's contact information that represent companies. If more than one fields are selected then the combination of the fields should be unique and not each one of the selected fields
The uniqueness is validated on . Uniqueness is validated when creating or updating contact information and can be defined as a combination of multiple fields. The supported uniqueness fields are the following:

  • Name
  • VAT Registration Number

Fields included in the uniqueness rule must be provided when creating or editing a contact information. E.g., (Name and VAT number) OR VAT Number only.

Name Day RulesEnsure that you won't miss a customer's name day by using name day rules.
In each rule provide

Rules are used to assign a name day (if applicable) to contact information.

Provide the date of the name day

along with

and all

the

names

celebrating

which celebrate on that day

and any

, including name variations, separated by a comma

','

. Once the rules are in place, execute the

Name Day Application Process to ensure that the correct name day is saved in each contact information record, if one exists

name day application process to assign the name day to the contact information of contacts that have a name day.

Authorisation Settings

Addresses , Emails, Phones, Relations

Defines Define a default setting for all new contact information, with regards to their inclusion to mailing lists. The default options can be changed at the contact information.

Send direct marketing material: Defines whether contacts will receive communications for in-house marketing campaigns. (i.e. Customer Care Notifications)

Send affiliate marketing material: Defines whether contacts will receive communications for partner marketing campaigns. (i.e. Customer Care Notifications)

Refer to Contacting customers for a complete description of the required setup and usage of authorisation settings

Supported Preferences

regarding whether direct or affiliate marketing material should be sent to new contacts.

The default can be changed from the contact information Data Entry page.

For a description on setting up and using authorisation settings, refer to Contact notification preferences.

Supported Preferences

Addresses - Emails - Phones - Relations

Define the types which are supported by the system.
Select Enable the Supported field if you would like to make the type to be made available for selection in the contact information Data Entry page, and provide a label Label which will be displayed for the each type.

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Related configuration areas

The following modules are related to Contact to contact information and may be configured for the Contact the contact information module to operate at its full capacity.

Module Manual Link
Area
Description

Security Management

Privacy Level Assignment RulesProvides level assignment rules

Provide automation on setting the privacy level of for the contact.

PlatformFormatting SettingssettingsProvide formatting settings with relation to regarding contact information fields.
CommunicationsCommunication definitionsCommunication templatesCreate communication templates, including dynamic links that will allow enable customers to opt in and out of mailing lists.

Using Contact Information

Info

Crm CRM > Contact Information > Manage Contact Information

Contact Information information is used to keep all organise the contact details for of customers, porspect customers, users or and partners. Contact information can be one of 2 types. Either  A separate set of information is kept depending on whether the contact is a physical person or a company, and according to the type different information is kept.


Contact information fields

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 Mandatory   Configurable

'Person' or 'Company', selected from the Top menu when creating a new contact by clicking NEW.

For persons:

First Name

Last Name

Gender and Title are optional.

For companies:

Company Name

 

Preferred Language: The contact's preferred language that will be used when communications are sent to the contactUsed for communication purposes. If none is specified, then the system will use its the default language.

Photo:Add a photo which can be used by third party system Supply an image file for use as a profile photo by third-party systems, such as a mobile app or portal as a profile photoapps or portals.

Section is available for contact persons and it includes demographic information listed below

Date of Birth
Main Information

Gender

Title

Type: The contact information type is defined on selecting to create a new contact by clicking on New

For PersonsFor Companies
Addresses

The addresses of the contact. Multiple addresses can be defined and used or updated by other CRM.COM modules as billing or delivery addresses. contact information addresses may also be handled through other modules, for example if a new address is defined at the subscription as a billing address, then the address will be added to the list of the contact's information addresses,

The type of addresses that can be provided are only the ones set as supported at the contact information definition. For each type you can only have one address defined. If however you would like to define a different address for a type that already exists then you have the option to Deactivate the existing one and define a new address.
Option to view and reactivate older inactive addresses using View Inactive link is possible

Phones

The phones of the contact. Multiple phones can be defined and used or updated by other CRM.COM modules. The type of phones that can be provided are only the ones set as supported at A contact can have several postal addresses. One address of each type can be active at a time. Supported types are defined in the contact information definition. In order to define a new address for an existing type, the current address must be deactivated.

Addresses can be supplied and edited from modules other than contact information. For example, an address can be entered from the subscriptions module, as an installation address, and one can be entered from the accounts receivable module, as a billing address. Both are added to the contact information addresses.

It is possible to view and reactivate inactive addresses by using the View Inactive link.

Phones

A contact can have several phone numbers. One phone of each type can be active at a time. Supported types are created in the contact information definition. The area code is set automatically set based on the selected country as defined selection in the Countries countries module, available under Platform.

Emails

The emails of the contact. The type of emails that can be provided are only the ones set as supported at A contact can have several email addresses. Supported types are created in the contact information definition. The email address provided must include the an '@' character @ and a dot '.' at a position after the @following '@' to be valid.

Demographics

(for 'Person' contacts only)

Personal information associated to the contact including ID Number, Registration Country, Passport Number,Passport Registration Country, Social Security Number, Country of Residence, Industry, Industry Sector andDate of Birth.

Name Day: Name Day can Can be automatically applied on contact persons through the 'Name Day Application Definition' and name day application definition, based on the 'Name Day Rules' configured in Contact Information Definition.

Country of residence

ID number

Registration Country

Passport Number

Social Security Number

Industry

Industry Sector

Company Profile

Section is available for companies and it includes company profile information listed below

Industry

Industry Sector

Profile Year

Annual Turnover

Established on

Number of Employess

Tax Reference Number

Registration Details: 

  • Registration Number
  • Registered in:  The company registration country.

VAT Registration: 

  • VAT Number
  • By: VAT registered by
  • On: VAT registration date
Relations

Includes other contact information that are related to the specific contact.

Outward Relations: the contacts that the specific contact information is related to along with the type of relationship. The available relations are filtered based on the business & personal relations specified on the active contact information definition. You can add multiple related contacts.

Inward Relations: Inward relations are the contacts for which the specific contact was defined in their outward relations and it can only be modified, through the other contact's data entry page.

Authorisation Settings

Authorisation settings provide information whether the contact would like to be contacted for direct and affiliate marketing material. By default the settings is set as defined name day rules configured in the contact information definition.

Depending on the fields defined in the uniqueness rule of the contact information definition, some of the fields in this section may be mandatory. For example, if Social Security Number is included in the uniqueness rule, then it is mandatory to provide the number for each contact.

Company Profile

(for 'Company' contacts only) 

Company information associated to the contact including Industry, Industry Sector, Profile Year, Annual Turnover, Established on, Number of Employees, Tax Reference Number, Registration Details and VAT Registration.

Depending on the fields defined in the uniqueness rule of the contact information definition, some of the fields in this section may be mandatory. For example, if the VAT Registration Number is included in the uniqueness rule, then it is mandatory to provide the number for each company contact.

Relations

(Contacts associated with the one currently selected)

Outward Relations: A number of contacts with which the currently selected contact is associated.

Type: A label describing therelation with the related contact, e.g., 'Friend', 'Client', 'Family Member'. The supported relation types are defined in the active contact information definition.

Inward Relations: The contacts who have the currently selected contact as an outward relation. Inwards relations cannot be edited. They can change if an outward relation modifies their relationship entry from the Data Entry page.

Authorisation Settings

Determine whether the contact should be sent direct and affiliate marketing material. The settings default to those in the contact information definition.

Send me Direct / Affiliate Marketing materialMaterial: Defines whether Enable if the contact will receive communications for should be a recipient (of in-house or partner marketing campaigns. (i.e. Customer Care Notifications), respectively, and of customer care notifications).
The date on which this authorization was granted or denied the authorisation was last updated and the user who updated this information is also available

Send me Affiliate Marketing material: Defines whether contacts will receive communications for partner marketing campaigns. (i.e. Customer Care Notifications)
The date on which this authorization was granted or denied and the user who updated this information is also available

Customers can opt in and it is displayed.

Customers can opt in and out of mailing lists (direct/affiliate) via email. i.e. the , update their authorisation settings can be updated directly by the customers.Refer to Contacting customers for a complete description of the required setup and usage of authorisation settings) directly from their email.

For a description on setting up and using authorisation settings, refer to Contact notification preferences .

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Creating and processing contact information

Note

Actions are subject to validations which Validations take place before an action is initiated (prerequisite) or after it is submitted (postcondition).

Selecting and creating

...

contact information

...

Navigate to Contact information and specify Specify the criteria that match the contact information you are interested in , or click on use NEW > Person or NEW > Company from the Actions Menu menu to register the detail of a new contact. Proceed by providing  Provide the mandatory information defined as defined in the attributes table above before you mandatory in the contact information fields table and SAVE the contact. If the contact is also associated to an accounts receivable then the life cycle state is set to 'Financial' to distinguish the contact as a customer, while if not the life cycle state is set to 'Marketing'.

Contacts associated with an accounts receivable are already customers and have a 'Financial' life cycle state.  Contacts without an accounts receivable are not customers yet and  have a 'Marketing' life cycle state.  

 

Working with contact information addresses

Accessing historic address data may be required at times, such as a customer moving back to a previous place he used to live. All addresses registered for a contact can be kept in the system and the ones that are no longer valid can be inactivated, with the option to re-activate at any point required. You can only have one active address per type registered for a contact, so as long as you inactivate one you can replace with a new of the same time. For example if you have one delivery address and one billing address and the customer would like to change his billing address with a new one, then the existing must be set to inactive and a new billing address can be registered.

Deactivate addresses

  1. Go to Addresses tab where all your active addresses are shown and you can switch between them by selecting the respective radio button
  2. Click on DEACTIVATE to deactivate the address you are currently viewing

Activate or remove inactive addresses

  1. Go to Addresses Tab and click on VIEW INACTIVE for a list of inactive registered addresses

  2. Click on ACTIVATE to reactivate an address
    Or

  3. Click on REMOVE to complete delete an address

  4. Click on VIEW ACTIVE to go back and view active addresses 

 

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...

Communicating contact information

Contact information details are used when communicating with customers for every other module in the system. Contact information related communication tags (text that is automatically replaced by values specific to selected records) are available to every communication created. Tags are available for selection by typing '#'. 

Refer to Communications manual for a complete list of Contact information tags.

...

Take into consideration customer's preference

In order for the customer preference to be taken into consideration when executing Notification Runs then the 'Apply Contact Information Data Protection for Direct/Affiliate Marketing' setting in Notification Type should be selected. 

Ignore customer's preference

If the setting in the Notification Type is not selected, then the system will create the notification and communication for the customer, no matter what the preferred selection is in the Contact Information.

Opting in and out mailing lists

A customer can subscribe (Opt-In) or unsubscribe (Opt-Out) of direct and/or affiliate marketing automatically via email links. 
For more information refer to 'Dynamic Links Settings' in the Communications definition

 

...

Automatic assignment of contact name day ensures that you never miss a chance to wish your customers or even reward them on their name day. Use Name Day Application Run Definitions along with Name Day rules set at the contact information definition to assign a name day to contacts. Once configured, as in all definitions, the definition must be submitted so that a run is executed. When the run is executed it will find all the contacts that meet one of the 'name day rules' configured in the contact information definition and which comply with the 'Name Day Application settings' provided in the 'Name Day Rule' definition and for each one of those set a name day in the contact information respective field. 

Image Removed

Name Day Application Settings

Determines on which Contacts the Name Day Rules will be applied on. Two options are available:

  • Apply on All Contacts: Name day rules will be applied to all contacts of type 'person' regardless if their name day is already specified and different than the one specified in the rule.
  • Apply on Contacts without Name Day: Name day rules will be applied only on contacts of type 'person' that their current name day is not specified.

 

  1. Navigate to Crm > Contact Information > Perform Name Day Automation Runs
  2. Create a new definition and select whether all contacts should be included in the run (if you would also like to make updates to existing) or just the ones without a name day
  3. Provide scheduling settings and SAVE the definition.
  4. Click on Actions > Submit from the Actions menu and either execute or schedule the definition to make the assignments

 

Classifying contacts as financial or marketing

A customer in CRM.COM is not an entity, but is represented by a contact that owns an accounts receivable and is indicated by the contact life cycle state set to 'Financial'. Contacts who are not customers have a life cycle state set to 'Marketing'. 

Segmenting contact information

...

 

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Contact information Business Examples

 

...

One active address of each type (Business, Home, PO Box, Billing or any other configured type) can be registered for a contact at a time.

Previous address data can be inactivated and kept in the system, for future access and reactivation (in case the contact returns to a former address).

Deactivating addresses

  1. In Edit mode, select the Addresses tab where 'active' addresses of each type are displayed, and choose the address to deactivate by using the respective radio button.

  2. Click DEACTIVATE.

Addresses used by other entities (e.g., accounts receivables or subscriptions) cannot be deactivated.

Activating or removing inactive addresses

  1. Select the Addresses Tab and click on VIEW INACTIVE for a list of inactive addresses registered in the system.

  2. Click on ACTIVATE to reactivate an address or REMOVE to delete an address.

  3. Click on VIEW ACTIVE to return to active addresses.

 

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Applying business flows on contact information

Communicating contact information

Contact information details are used when communicating with customers from every module in the system. You can use tags (text that is automatically replaced by values specific to selected records) for all communications. Tags are available for selection by typing '#'. 

Refer to the Communications manual for a complete list of contact information tags.


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contact_preference
contact_preference
 Contact notification preferences

Contacts can opt-in and out of communications regarding direct (in-house) and affiliate (partner) marketing campaigns.  Contacts do not have the option to opt out of communications regarding financial matters, such as bills.

It is possible to override contact preferences, when it is imperative to communicate important information.

 

Applying or ignoring contact notification preferences

Notification runs apply contact communication preferences when the 'Apply Contact Information Data Protection for Direct / Affiliate Marketing' setting is selected, in the notification type.  If it is not selected, the system will communicate with the customer regardless of the contact information preference.

Opting-in and out of mailing lists

Customers can opt-in and out of direct and affiliate mailing lists directly from their email by using dynamic links.

 
For more information refer to dynamic links settings in the communications definition.

 

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nameday
nameday
Assigning a name day to contacts

...

Contact information enables the automatic assignment of a contact name day, so that customers can be contacted with wishes and rewards on their name day.

Configure name day application run definitions and name day rules in the contact information definition to assign a name day to contacts.

Submit the definition to execute the run.  The run will identify the contacts that satisfy (at least one of) the 'name day rules' configured in the contact information definition and which comply with the 'name day application settings' in the 'name day rule' definition.  The name day of each contact that qualifies will be set in the respective contact information field.

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Name day application settings determine whether the name day rules will be applied to All (person) contacts (regardless of whether a different name day is already specified) or only to those Without Name Day already specified.

  1. Navigate to CRM > Contact Information > Perform Name Day Automation Runs.
  2. Create a new definition and select whether all contacts should be included in the run (updating contacts with a name day) or just the ones without a name day.
  3. Provide scheduling settings and SAVE the definition.
  4. Click on Submit from the Actions menu and execute or schedule the definition.

 

Classifying contacts

...

A customer in CRM.COM is defined as a contact with an accounts receivable in a 'Financial' life cycle state.  Customers are not represented by any other entity within the system. Contacts who are not customers have a 'Marketing' life cycle state. 

Segmenting contact information

...


Contact information with common business characteristics can be grouped together.  The resulting lists can be used in system processes to identify customers or for simple statistical calculations. 
For more information on segmentation and how you can create contact information lists refer to Segmentation.

 

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Contact Information Business Examples

 

Company uniqueness rule

Panel
nameblue
titleSetting up Contact Information Uniqueness Rules - Contact Company

Scenario 1

Company ZX would like to ensure that there are no companies in its contact information that share the same VAT Registration Number.

Solution

Configuration
In the contact information definition, VAT Registration Number should be checked under Company Uniqueness Rules.

Note

If one or more fields are specified in the rule (e.g., VAT Registration Number OR (Name AND VAT Registration Number), then it is not possible for two contacts to share the same VAT Registration Number or combination of the two values, respectively.


Person uniqueness rule

Panel
nameblue
titleSetting up Contact Information Uniqueness Rules - Contact CompanyPerson

Scenario 1

Company ZX would like to ensure that no two companies share the same VAT Registration Number in their contact informationthe information on ID Number is unique for all contacts.

Solution

Configuration
The Uniqueness Rule in the Contact Information Definition should be set with a check on VAT Registration Number under the Companies Uniqueness Rules.

 

Info
titleUniqueness Rule setup options for companies
  1. Option A: If Name and VAT Registration Number are specified in the rule, then no other contact information can exist with the same Name and VAT Registration Number combination
  2. Option B: If only Name is specified, then no other contact information can exist with the same Name.

  3. Option C: If only VAT Registration Number is specified, then no other contact information can exist with the same VAT Registration Number

Person uniqueness rule

In the contact information definition, ID Number should be checked under Person Uniqueness Rules.

Scenario 2

Company ZX would like to ensure that the information on ID AND Social Security Number is unique for all contacts. 

Solution

Configuration
In the contact information definition, ID Number AND Social Security Number should be checked under Person Uniqueness Rules.

Note

If one or more fields are specified in the rule (E.g., ID Number OR (Social Security Number AND ID Number), then it is not possible for two contacts to share the same ID Number or combination of the two values, respectively.

 

Financial and marketing life cycle state

Panel
nameblue
titleSetting up Contact Information Uniqueness Rules - Contact PersonFinancial & Marketing LCS

Scenario 1

Company ZX would like to ensure that the ID Number in contact information is unique for all contacts

Solution

Configuration
The Uniqueness Rule in the Contact Information Definition should be set with a check on ID Number under the 'Persons Uniqueness Rules.'

 

Scenario 2

Company ZX would like to ensure that the ID Number and Social Security Number (SSN) combination in contact information is unique for all contacts

Solution

Configuration
The Uniqueness Rule in the Contact Information Definition should be set with a check on both ID Number and Social Security Number under the 'Persons Uniqueness Rules'.

 

Info
titleUniqueness Rule setup options for persons
  1.  Option A: If Name, Social Security Number, ID Number are specified in the Rule, then no other contact information can exist with the same Name, Social Security Number and ID Number combination
  2. Option B: If Name and Social Security Number are specified, then no other contact information can exist with the same Name and Social Security Number combination
  3. Option C: If only Name is specified, then no other contact information can exist with the same Name value
  4. Option D: If only Name and ID Number are specified, then no other contact information can exist with the same Name and ID Number values

 

Financial and marketing life cycle state

Panel
nameblue
titleFinancial & Marketing LCS

Scenario 1

Company ZX registers 2 contacts in the system, one as a new subscriber and another one as a potential lead. See below how their Life Cycle State is set by the system:

Solution

User Process

Financial

A new contact is registered in the system as a new subscriber. A subscription and financial account (accounts receivable) is created for billing purposes and to track the contact's financial history. The Life Cycle State of the contact information record is (then) automatically updated to Financial.

Marketing

A new contact is registered in the system as a lead. The contact does not require a financial account (accounts receivable) and their state remains as Marketing. When this contact becomes a subscriber and requires a financial account (accounts receivable), their Life Cycle State will automatically be updated from Marketing to Financial.

 

Exclude customers from partner marketing campaigns

Panel
namegrey
titleAuthorisation Settings

Scenario 1

Company ZX contacts its customers on a monthly basis to let them know about new offers and to notify them about new available channels. In addition to internal organisation (Direct) marketing campaigns, Company ZX also engages in (Affiliate) marketing campaigns for partners. Some of ZX's customers would like to be removed from the Affiliate Marketing campaigns Mailing list, but would like to remain in the Direct marketing campaigns mailing lists .

Solution

Configuration
Include in Direct Marketing Campaigns
Contact Information: The Authorisation Settings on the contact information related to marketing should be set as follows:
  • Send me Direct Marketing material: YES
    • Send me Direct Affiliate material: NO

    Notification Type: The Notification Type used for the monthly Affiliate Marketing campaign should have the Authorisation Settings set as follows (in order to take into consideration the Affiliate Marketing Contact Information settings):

    • Apply Contact Information Data Protection for Direct Marketing: YES
    • Apply Contact Information Data Protection for Affiliate Marketing: YES
    Notification Run: Use the Customer Care Notification Type created with the settings configured as above.

    System Process
    When the system executes the Notification Run with the specific Notification Type (configured as described above), contacts that meet the criteria will be validated against the Authorisation settings and notifications/communications and those that have the flag for Direct Marketing set to YES will be contacted.

    Exclude from Affiliate Marketing Campaigns
    Contact Information: The Authorisation Settings (on the)/in contact information related to Marketing registers two new contacts in the system, one as a new subscriber and the other as a lead.

    Solution

    User Process

    Financial

    The new contact is registered in the system as a subscriber. A subscription and an accounts receivable are created, for billing purposes and to track the financial progress of the customer. The life cycle state of the contact is automatically updated to 'Financial'.

    Marketing

    A new contact is registered in the system as a lead. An accounts receivable is not necessary and the life cycle state of the contact remains as 'Marketing'. If the lead is converted (becomes a subscriber) and an accounts receivable is created, the life cycle state of the contact will automatically be updated to 'Financial'.

     

    Exclude customers from partner marketing campaigns  

    Panel
    nameblue
    titleAuthorisation Settings

    Scenario 1

    Company ZX contacts its customers on a monthly basis to inform them regarding offers and new channels. Other than its own marketing campaigns, Company ZX also engages in affiliate marketing for partners. Some customers want to be removed from the affiliate marketing mailing list, but remain on the direct marketing mailing lists.

    Solution


    Contact Information

    Opt-out of Affiliate Marketing Campaigns & Opti-in Direct Marketing Campaigns.

    Authorisation settings related to affiliate marketing should be set as follows:

    • Send me Direct Marketing materialmaterial: YES
    • Send me Direct Affiliate material: NO

    Notification Type : The Notification Type

    Affiliate marketing campaign

    For the system to take into consideration the affiliate marketing contact information authorisation settings, the notification type used for the monthly Direct Marketing affiliate marketing campaign should have the Authorisation Settings set as follows (in order to take into consideration the Direct Marketing Contact Information settings)be as follows:

    • Apply Contact Information Data Protection for Direct Marketing: YESAffiliate Marketing: YES

    Direct marketing campaign

    For the system to take into consideration the direct marketing contact information authorisation settings, the notification type used for the monthly direct marketing campaign should be as follows:

    • Apply Contact Information Data Protection for Affiliate Direct Marketing: YES
    Notification Run: Use the Customer Care Notification Type created with the settings configured as above


    System Process
    When the system executes the Notification Run with the Notification Type (configured as described above), contacts that meet the criteria will be validated against the Authorisation settings and notifications/communications, while the ones that have the flag for Affiliate Marketing set to NO will be excluded

    Notifications created using the 'affiliate marketing' notification type are not sent to customers.

    Notifications created using the 'direct marketing' notification type are sent to customers.

    Note
    titleNotes
    • If you are using a previous release, view CRM.COM Release Changes.
    • Use the Contact contact information WEB API to create and manage Contact contact information from an external system, such as a customer portal. View the Contact information WEB API for a complete list of actions available through the WEB API.

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    Glossary  

    Contacts can opt-out, so that they will never be sent marketing emails, either from your company or from affiliate companies
    CRM.COM TermDefinition
    Accounts ReceivableA ledger of the financial transactions carried out between a company and its customers, such as invoices and payments.
    SubscriptionA collection of customer services billed on a recurring, usage or one-time basis.
    Opt-in Contacts can opt-in, in order to receive marketing emails, either from your company or from affiliate companiesOpt-out/ Opt-outTo choose to be involved (opt-in) or not to participate (opt-out) in something, for example, to receive direct or affiliate marketing emails.
    NotificationAuto-generated text, used to communicate financial or customer care information to existing or prospective customers. Notifications are sent through CRM.COM by email or SMS or by using a third party external system, such as a mobile app or portal.Notification runRun used to generate notifications and communication which are sent to customers.

     

     

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